Innovative virtual support for installs and repairs

We're taking all necessary steps to protect our customers and team members. We've combined our technician team with the latest video chat technology to guide you through the install from the outside of your home.

Steps we’re taking to help you stay connected and protected

Step 1

We will call you prior to your appointment to set expectations.

Step 2

The technician will complete any necessary wiring outside your home, then leave the sanitized devices or equipment at your doorstep.

Step 3

The technician will video call you and guide you through the installation steps over the phone.

Reschedule your appointment

Frequently asked questions

We are still fully operational, providing installations and repairs across our products and services to ensure we keep our customers connected. However, we have adapted our processes by completing our installation and repair work outside of your home – with the exception of emergency services. We have developed new innovative delivery solutions that use the latest technology, like mobile apps, external wiring and remote technician-assisted support, to ensure that everything is working and that we can provide an exceptional installation customer experience.

Technician in-home support will only be provided for lifeline or emergency situations, but will be evaluated on a case-by-case basis to ensure the safety of all involved.

We will call you prior to your appointment to provide information on what you can expect

The technician will configure or repair any equipment or devices in advance

The technician will leave the sanitized equipment or devices at your doorstep and return to their vehicle

The technician will call you right away and verbally walk you through the installation process over the phone. This may involve the use of tools, such as video conferencing apps, to provide visual cues on progress and answer your questions

The technician, where necessary, will work directly with our dedicated support call centre teams if there is any additional assistance required with the installation

For SmartHome Security customers:

Have a clear workspace such as a kitchen table or countertop to lay out your pre-programmed devices

To ensure your devices are working properly, you will be doing a walk test after the installation. So please clear the surrounding areas

You will need an active broadband connection with Wi-Fi. Please have your Wi-Fi network name and password available

For Optik TV and Internet customers:

As parts of the installation may require some lifting or drilling, you or a close family member must be available to physically install the devices in your home

For SmartHome Security customers:

A sturdy ladder or step ladder may be required for devices like Smoke Sensors or Motion Sensors that will be placed in high areas of your home

A hammer, multi-bit screwdriver, and a drill with a 2mm bit may be required. (Some devices, such as Smoke Detectors and Carbon Monoxide Detectors, require a drill to be secured in place.)

Installations will be completed as best-effort by our TELUS technicians. These will be co-operative installations, relying on you, as the customer, to help complete the inside work with the guidance of the technician. The following are some overall guidelines:

Someone must be on the premises, who can be guided through the install

Someone must be available to talk to the technician over the phone or video for the duration of the visit

Someone must available to physically install the devices in your home

Approximate timing is 1-2 hours per product installed that someone will need to be engaged with the technician

Technicians will make every effort to complete the request from outside the home. If services cannot be restored or installed, technicians will leave the customer with an alternative service where possible. Your technician will flag any products or services that could not be completed, and you will be contacted at a future date to set up a new appointment when TELUS resumes normal operations.